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Barry Tallis Jive Employee
Barry Tallis
108 posts since
Aug 4, 2004
Currently Being Moderated

Jul 3, 2008 2:14 PM

What are community metrics that you measure?

We are interested in hearing what other community managers are tracking in terms of metrics.  Here are a couple that we look at. 

* Conversions from website (people coming to js.com then to Clearstep).

* Proactive outreach conversion rate & new members from outreach

* # of unique non-customer community members

Tags: metrics
Katey Jones Novice
Katey Jones
8 posts since
Jun 20, 2008
Currently Being Moderated
Jul 25, 2008 7:02 AM in response to: Barry Tallis
Re: What are community metrics that you measure?

Would anyone be willing to share the dashboard they use for reporting?  I'll post ours once it is complete...

John Summers Novice
John Summers
26 posts since
Jul 15, 2008
Currently Being Moderated
Jul 25, 2008 3:19 PM in response to: Barry Tallis
Re: What are community metrics that you measure?

I my community reports could use some work on automation for sure, but currently I report the what I would referee to as the standard metrics; Numbers of post, threads,document, new registration, active members, points awarded, percentage of non employees users. Along with a full Omniture web statistics report.

 

 

 

Oh I also include the most popular discussions, documents and tag cloud.

 

 

 

To make your reports stand out and show customer satisfaction include positive quotes from the community as well.

 

 

 

Would be great to hear what others are reporting on as well.

Susan Lacis Novice
Susan Lacis
1 posts since
Jul 22, 2008
Currently Being Moderated
Jul 25, 2008 4:45 PM in response to: Barry Tallis
Re: What are community metrics that you measure?

We report on pretty much the same things. Who has access to these reports? Do you make them public to everyone?

Best!

John Summers Novice
John Summers
26 posts since
Jul 15, 2008
Currently Being Moderated
Jul 25, 2008 4:55 PM in response to: Barry Tallis
Re: What are community metrics that you measure?

I do not make these reports publicly available. The report is posted in a private section of the community that is reserve to the contributes "Moderators" and steering committe members.

Karin Cooke Novice
Karin Cooke
10 posts since
Dec 3, 2008
Currently Being Moderated
Aug 3, 2008 12:06 PM in response to: Barry Tallis
Re: What are community metrics that you measure?

 

Are there examples of what people have set as quantitative goals for adoption and use of the community?

How much adoption, engagement, and activity is reasonable at 1 month, 2 months, and beyond? We're just getting started with this and I'm trying to get a sense for what other people have experienced as far as adoption in the first months of using a social networking tool.

 

I do like the suggestion to take the positive quotes and add those to the numbers reports. The real stories make the numbers more compelling.

 

Thanks!

 

danielrae Novice
danielrae
22 posts since
Jul 31, 2008
Currently Being Moderated
Aug 4, 2008 1:20 AM in response to: Barry Tallis
Re: What are community metrics that you measure?

summers wrote:

 

I my community reports could use some work on automation for sure, but currently I report the what I would referee to as the standard metrics; Numbers of post, threads,document, new registration, active members, points awarded, percentage of non employees users. Along with a full Omniture web statistics report.

 

 

 

Oh I also include the most popular discussions, documents and tag cloud.

 

 

 

To make your reports stand out and show customer satisfaction include positive quotes from the community as well.

 

 

 

Would be great to hear what others are reporting on as well.

I'm very similar.

 

I report weekly on:

  • Total number of users
  • Number of new registrations this week
  • Number of customers (taking the total membership number and subtracting the number of users I know are staff, partners and test logins)
  • Number of actual customers with a maintenance contract
  • Number of new posts and threads
  • Number of new blog posts
  • Percentage of visits that are: from direct traffic; from referring sites; or from search engines

 

I then add my own weekly comment, such as what I read from the stats, latest campaigns, popular discussions, and palns for the forthcoming weeks.

 

This report goes to my management team on a Monday morning (right about now!)

Gia Lyons Jive Employee
Gia Lyons
217 posts since
Oct 29, 2007
Currently Being Moderated
Aug 5, 2008 8:32 AM in response to: Barry Tallis
Re: What are community metrics that you measure?

Hi Karin! You are talking about an internal deployment specifically, correct? The reason I point this out is that the items measured for an external online community are usually very different from what is measured for an internal collaboration deployment.

 

You may want to also post your question as a new thread in the Internal Collaboration space, since many who've deployed internally monitor that area.

drgoochmobile Novice
drgoochmobile
391 posts since
Jun 22, 2007
Currently Being Moderated
Sep 5, 2008 12:34 PM in response to: Barry Tallis
Re: What are community metrics that you measure?

Because of the way in which we use our (Clearspace) site, I acutally don't get the right kind of metrics.  We operate a hybrid internal/external community because you have to be an employee of a member organization to get access.  So it is closed in terms of content and who can join, but at the same time these are not our "employees."  Accordingly, perhaps, a lot of people qualify as "lurkers."  They read content more than contribute.  Although we hope and expect this to change, for the time being what I would love to see are metrics stats around how many people are logging in, reading content, duration of stay.

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